Programs Manager, Voice of the Customer - Business Messaging

Menlo Park, California

Posted in Retail

Job Info

We believe that messaging will be the primary way people connect with businesses. Research shows that over 63% of people across generations prefer messaging a business over using phone or email. On Messenger, Instagram, and WhatsApp, we're seeing incredible growth as people message businesses to build relationships, ask questions, and get support. And we're still in the early days of capturing an immense opportunity - more than 2 billion person-to-business communications happen each day, mostly through legacy channels like phone and email.The Business Messaging Sales Programs team works across Messenger, Instagram, and WhatsApp to drive initiatives that unlock client success and revenue growth. We're responsible for driving the adoption of products that help people and businesses connect over messaging, including business inboxes in our messaging apps, APIs for developers, and monetization products. As a team, we are entrepreneurial, thoughtful, and have fun as we work together to grow business messaging.We are looking for an experienced Voice of the Customer and Insights manager to help us identify customer success challenges and to work cross functionally to define initiatives that connect people and business over messaging. This role will focus on finding customer and partner insights related to products that enable businesses to integrate Facebook messaging experiences into their products and services. The ideal candidate will have experience developing a deep understanding of how clients use technology to succeed, identifying key opportunities, influencing product strategy, and establishing world-class go-to-market strategies that unlock opportunities for the businesses and partners we serve. This role requires strong collaboration skills, as projects require regular cross-team and cross-functional work.At Meta, we are focused on building a diverse and inclusive workplace. Our Business Messaging Group is focused on amplifying across our community, so we welcome you, your personal experience, and different perspectives.

Programs Manager, Voice of the Customer - Business Messaging Responsibilities:

  • Understand market, competitive landscape, customer feedback, and target audiences, and translate into actionable insights for Product, Engineering, and Go-to-market teams
  • Leverage technology to analyze structured and unstructured feedback at scale and uncover previously hidden insights
  • Assess and prioritize growth opportunities to inform business and product strategy
  • Drive product adoption and usage by developing and managing go-to-market plans in partnership with Sales, Partnerships, Marketing, and Product teams

Minimum Qualifications:

  • Communicator with experience simplifying concepts, influencing executive stakeholders, and creating messaging and content for external audiences
  • 6+ years of work experience in Product Marketing/Product Management/product development, customer success, marketing/advertising/brand management, strategy consulting, product/business strategy, or similar roles
  • Cross-functional collaborator with experience managing complex projects with multiple stakeholders
  • BA/BS degree or equivalent work experience

Preferred Qualifications:

  • Experience working with sales and partner org leaders to drive multi-half GTM plans
  • MBA
  • Experience thinking analytically and strategically about issues and influencing stakeholders through analysis and customer insights
  • Experience working in product marketing, product management, or customer success on a business-focused SaaS product

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at

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